Meet Our Mem­bers – Amer­i­can Global Tax plan Lim­ited

How do you re­place the ir­re­place­able? Same ser­vice ex­cel­lence, dif­fer­ent mode, pro­cesses and peo­ple

Thai-American Business (T-AB) Magazine - - Contents - Writ­ten by: Tony Ea­ton

H

ow do you pro­vide the same ser­vice ex­cel­lence to clients that have been care­fully nur­tured by an icon over a pe­riod of 30 years? The late James Rooney was a pi­o­neer of U. S. Ex­pat Tax ser­vices in South­east Asia. He was a man who clearly cared deeply about his clients and pro­vided an ex­cep­tional pro­fes­sional ser­vice, de­vel­op­ing a loyal client base and set­ting very high stan­dards and ex­pec­ta­tions. Hav­ing ac­quired the com­pany af­ter Mr. Rooney pass­ing, we pro­vide an ex­cep­tional ser­vice us­ing dif­fer­ent pro­cesses, sys­tems, tech­nolo­gies and more im­por­tantly, peo­ple.

U. S. Global Tax Lim­ited ( Amer­i­can Global Tax­plan Lim­ited) is an in­ter­na­tional U. S. tax ad­vi­sory ser­vice with a fo­cus on the use of tech­nol­ogy to pro­vide ex­cep­tional per­son­alised tax ser­vices to U. S. ex­pats and clients with cross- bor­der tax­a­tion is­sues. Our head of­fice is in Auck­land, New Zealand and we have an of­fice in Syd­ney, Aus­tralia; in ad­di­tion, we have spe­cial­ists lo­cated through­out the world who are se­lected to ap­ply their par­tic­u­lar skills to each client’s needs. We are pas­sion­ate about and com­mit­ted to pro­vid­ing an ex­cep­tional client ser­vice.

Hav­ing been asked to write a short ar­ti­cle for AMCHAM I am now sit­ting look­ing at the first two ques­tions ( above) and to be hon­est, six months into the process the scale of the chal­lenge still stuns me. A huge re­gret for me is that I per­son­ally did not get to meet Mr. Rooney, but the re­spect of our en­tire team for him as a per­son and as a pro­fes­sional has grown enor­mously dur­ing our pres­ence in Thailand.

The process for us started back in late Novem­ber 2015 when I re­ceived a vague email from a com­plete stranger, now a friend and com­pany ad­vi­sor, Khun Sakrapee Puen­grung. It sim­ply stated that Mr. Rooney had passed away and that his clients needed help and if I was in­ter­ested I should let him know. Af­ter some con­sid­er­a­tion I re­sponded that

Amer­i­can Global Tax­plan Lim­ited Di­rec­tors ( from left): Tony Ea­ton, Lance Morris, and Thomas Car­den

I was in­ter­ested and also sent an email to Tax­plan Lim­ited of­fer­ing ei­ther my con­do­lences or ad­vis­ing that some­one was try­ing to mar­ket their clients. I was con­tacted im­me­di­ately by Khun Kamthorn Oun­hirun­skul, the at­tor­ney who skil­fully and pro­fes­sion­ally guided us through the process to a full agree­ment with Dawn and Sarah Rooney within a pe­riod of two weeks. Year- end was loom­ing and it was ur­gent.

It im­me­di­ately be­came clear to us that Dawn and Sarah’s pri­or­i­ties for were first, to en­sure the clients were well cared for and sec­ond, to en­sure that the staff were cared for, by an or­gan­i­sa­tion with sim­i­lar val­ues as their own. We have made a com­mit­ment to both of these pri­or­i­ties. While Khun Kamthorn en­sured all le­gal de­tails were at­tended to, the agree­ment was es­sen­tially based upon trust be­tween two like- minded groups of peo­ple.

By De­cem­ber 17 we had an agree­ment and pro­ceeded with the daunt­ing task of es­tab­lish­ing a fully func­tion­ing busi­ness to ser­vice clients in Thailand by Jan­uary 1, 2016 with Christ­mas in the mid­dle of it all. Thanks to the bril­liant Khun Noi, now man­ager of the Thailand of­fice, I ar­rived in Bangkok on Jan­uary 4 to a fully func­tion­ing of­fice and team. I still won­der how she man­aged to do that in three weeks. The en­su­ing five months have es­sen­tially been fo­cussed on un­der­stand­ing clients’ spe­cific needs and ex­pec­ta­tions and do­ing ev­ery­thing in our power to meet and ex­ceed these ex­pec­ta­tions and needs while at the same time pro­cess­ing tax re­turns through the peak of the sea­son. We will con­tinue with this level of com­mit­ment that we made to our client and the mem­ory of Mr. Rooney.

We thank all clients that have used our ser­vices and ap­pre­ci­ate the op­por­tu­nity to as­sist you. For those who be­lieve we have done well, I guar­an­tee we will do bet­ter next year. For those who are sat­is­fied please let us know how we can do bet­ter. And for those for whom we have not achieved an ap­pro­pri­ate stan­dard of ser­vice, please do talk to us. We guar­an­tee con­tin­ued im­prove­ment. It has been short, sharp, in­tense and an im­mense chal­lenge in such a short space of time but we have met some in­cred­i­ble peo­ple along the jour­ney and we thank you all.

So how do you re­place the ir­re­place­able? The an­swer is you don’t, you can’t and you shouldn’t try. We can sim­ply fo­cus on do­ing our job and meet­ing our obli­ga­tions to Dawn, Sarah, James and all our clients.

Tony Ea­ton is Di­rec­tor for Busi­ness De­vel­op­ment at Amer­i­can Global Tax­plan Lim­ited. He can be con­tacted at tony@ us­glob­al­tax. com.

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